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How can we help you?

We are sorry you appear to be having an issue with your CMS or website. In order for us to provide the best support, we utilise a ticketing system. Every request is assigned a unique number and a priority. When submitting your request please make sure you select the correct priority so we can deal with your request accordingly.

Don’t worry, our support team will respond to you as soon as possible during office hours 9:00 – 17:30 GMT (Monday to Friday).

Priority 1 Priority 2 Priority 3 Priority 4

Critical / Catastrophic Business Impact

Issues that prevent normal business operations and render a site(s) or application(s) unusable and have no workaround.

Or issues which cause, or have the potential to cause, loss/corruption of stored data, or expose security vulnerabilities.

Major / Significant Business Impact

Issues that are not Critical, but do have a significant impact or are important by consensus.

These issues are prioritized in the current sprint and regressed to stable releases where appropriate or necessary until rectified.

Normal / Limited Business Impact

Issues that are not Critical or Major. They have a limited or isolated business impact and will usually have workarounds. These Issues will affect one piece of functionality (and are self-contained) that have a limited impact on business operations. They do not impact on the overall functionality or performance of the website.

Minor / Minimal Business Impact

Cosmetic issues that do not inhibit the functionality or main purpose of the website, and do not significantly impact operations. A reasonable workaround has been implemented.

Priority 1

Critical / Catastrophic Business Impact

Issues that prevent normal business operations and render a site(s) or application(s) unusable and have no workaround, or which cause, or have the potential to cause, loss/corruption of stored data, or expose security vulnerabilities.

Please make sure your issue falls under these categories before proceeding:

  • Server failure.
  • A website (or websites) becoming responsive, returning timeout errors or internal server errors.
  • Sensitive information being published (and cannot be removed).
  • Multiple users being unable to access the CMS.
  • Severe performance degradation experienced 1 or more locations.
Priority 2

Major / Significant Business Impact

Issues that are not critical, but that do have a significant impact or are important by consensus. These issues are prioritized in the current sprint and regressed to stable releases where appropriate or necessary until rectified.

Please make sure your issue falls under these categories before proceeding:

  • A database or application error has occurred which severely impacts routine business operations.
  • Issues that interfere with normal site visitors' use of the site (for example, content in the wrong language, or validation errors for regular form submissions), even if there is a workaround.
  • Issues that trigger errors through the user interface, but only under rare circumstances or affecting only a small percentage of all users.
  • Issues that render one feature unusable with no workaround.
  • Issues that cause a significant admin- or developer-facing bug with no workaround.
  • Issues that cause user input to be lost, but do not delete or corrupt existing data.
Priority 3

Normal / Limited Business Impact

Normal Issues are those that are not Critical or Major; they have a limited or isolated business impact and will usually have workarounds. Normal Issues will affect one piece of functionality (and are self-contained) that have a limited impact on business operations and do not impact the overall functionality or performance of the website.

Please make sure your issue falls under these categories before proceeding:

  • Issues that affect customer’s ability to meet near-term deadlines.
  • Component returning an error or not responding.
  • Degraded performance is negatively impacting but not adversely affecting normal business operations.
  • The issue is specific to one or a few users.
  • Admin- or developer-facing bugs with a workaround. Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked during normal business hours until the Priority 3 condition has been resolved.
  • Bugs for site visitors that do not interfere with site use, for example, visual layout issues, category filters not working.
Priority 4

Minor / Minimal Business Impact

Cosmetic issues that do not inhibit the functionality or main purpose of the website, and do not significantly impact operations. A reasonable workaround has been implemented.

Please make sure your issue falls under these categories before proceeding:

  • Typos, content formatting or whitespace issues.
  • General “how–to” questions.
  • Any issue with little or no impact.
  • Documentation issues.
  • Issues that are resolved but which remain open for customer confirmation.
  • Intermittent wait status issues with little or no customer interaction required to effect a resolution.
1 2 3 4

Please make sure your issue falls under these categories before proceeding:

  • Server failure.
  • A website (or websites) becoming responsive, returning timeout errors or internal server errors.
  • Sensitive information being published (and cannot be removed).
  • Multiple users being unable to access the CMS.
  • Severe performance degradation experienced 1 or more locations.

Please make sure your issue falls under these categories before proceeding:

  • A database or application error has occurred which severely impacts routine business operations.
  • Issues that interfere with normal site visitors' use of the site (for example, content in the wrong language, or validation errors for regular form submissions), even if there is a workaround.
  • Issues that trigger errors through the user interface, but only under rare circumstances or affecting only a small percentage of all users.
  • Issues that render one feature unusable with no workaround.
  • Issues that cause a significant admin- or developer-facing bug with no workaround.
  • Issues that cause user input to be lost, but do not delete or corrupt existing data.

Please make sure your issue falls under these categories before proceeding:

  • Issues that affect customer’s ability to meet near-term deadlines.
  • Component returning an error or not responding.
  • Degraded performance is negatively impacting but not adversely affecting normal business operations.
  • The issue is specific to one or a few users.
  • Admin- or developer-facing bugs with a workaround. Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked during normal business hours until the Priority 3 condition has been resolved.
  • Bugs for site visitors that do not interfere with site use, for example, visual layout issues, category filters not working.

Please make sure your issue falls under these categories before proceeding:

  • Typos, content formatting or whitespace issues.
  • General “how–to” questions.
  • Any issue with little or no impact.
  • Documentation issues.
  • Issues that are resolved but which remain open for customer confirmation.
  • Intermittent wait status issues with little or no customer interaction required to effect a resolution.

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Please provide as much detail as possible to help us find and recreate the issue. Include specific web page addresses and or page titles, a description of what error is occurring and what you were expecting to happen.
If possible, please provide full-screen shots of your desktop or device showing the issue described above.
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